Lead end-to-end technical operations and act as the primary escalation point for critical incidents.
Oversee daily IT operations including Incident, Problem, and Request Management in line with ITIL practices.
Ensure high availability of infrastructure and continuously drive improvements in system uptime and reliability.
Conduct, review, and validate Root Cause Analysis (RCA) for major operational incidents and ensure preventive actions are implemented.
Manage capacity planning, resource utilization, and performance monitoring across infrastructure and services.
Ensure full compliance with ITIL v4 and ISO 27001 / ISO 20000 standards and actively support internal and external audits.
Develop, maintain, and continuously improve operational documentation, SOPs, and knowledge base articles.
Collaborate with internal stakeholders, vendors, and technical teams to resolve operational gaps and reduce risks.
Track, analyze, and report operational KPIs and SLA performance, providing actionable improvement recommendations.
Drive continuous service improvement initiatives across IT operations.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum 10+ years of experience in IT operations.
Minimum 7+ years of experience in managed services or outsourcing environments.
PMP certification is mandatory.
ITIL v4 certification is mandatory.
Certifications such as MCSA, Azure Administrator, or CCNA are highly preferred.
Strong hands-on experience with ISO 27001 and ISO 20000 frameworks.
Proven experience in defining and managing IT policies, procedures, SLAs, and service delivery frameworks.
Strong leadership, communication, and stakeholder management skills.
Fluent in Arabic and English (written and spoken).
Saudi National
IT Operations Management
Incident, Problem & Change Management
SLA & Service Delivery Management
ITIL & ISO Compliance (27001 / 20000)
Capacity Planning & Performance Monitoring
Root Cause Analysis (RCA)
Stakeholder & Vendor Management
Process Improvement & Continuous Service Improvement (CSI)
Working hours: 8 hours per day, rotational shifts
Air ticket provided by company
Family coverage: Spouse + up to 2 dependents included
Medical insurance provided for employee and eligible family members (up to 2 dependents)
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or related field
- 10+ years of experience in IT operations
- 7+ years of experience in managed services or outsourcing environments
- PMP certification
- ITIL v4 certification
- Hands-on experience with ISO 27001 and ISO 20000 frameworks
- Proven experience defining and managing IT policies, procedures, SLAs, and service delivery frameworks
- Strong leadership, communication, and stakeholder management skills
- Fluent in Arabic and English (written and spoken)
- Saudi National
- Certifications such as MCSA, Azure Administrator, or CCNA
What We Do
ProspeX CRM is an AI-powered customer relationship management platform designed to simplify sales, marketing, and customer management for small businesses. Built to reduce manual effort, it helps teams efficiently manage leads, relationships, and sales workflows through AI automation. Its primary mission is to provide smart, affordable tools that empower small businesses to thrive in a competitive market.
